Mid Town Auto Care

[redacted]
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is okay.  I agree about when the roof was installed, the 12/30/16 date was when the issue occurred recently(heat tracing failed).   I look forward to working with them to have this issue resolved before next winter.
[redacted]
[redacted]

In response to the above stated matter, our reply is as follows. On the actual above stated complaint the customer states that the date of purchase was 12/30/2016. To the best of our knowledge, our company installed this new roof and the subsequent addition of the stated heat coil between the years...

of 2003-2005. Moreover, we would like to point out that although the initial phone call from the customer to our company took place within the contract stipulated three year labor warranty time frame, it was fully explained to the customer at that time that his problems were the result of an ice-dam. An ice-dam is considered an act of God and therefore not something that would be eligible for coverage under the stated three year labor warranty stated in the contract. However, the roof was installed according to the totality of the manufacturer's specifications. This included the installation of "[redacted] membrane at the appropriate areas of the roof. Consequently, we have made several service calls to this customer's home since the initial complaint, which we would like to point out occurred in the midst of a severely harsh winter. At this time it was suggested, that heater coils should be installed at the problematic areas of the roof. We do have a record of receiving a service call on 1/12/17 as well as 4/17/17. At both times when these calls were received, Phifer Construction placed them in a "will call" status due to the fact they were not incited by an "active leak" scenario. This was also due to the fact that our company was experiencing a heavier than usual volume of work. Phifer Construction is more than willing to work with the home owner to resolve this issue as best as we can. We would also like to reiterate that this particular situation is unique, due to the architectural design of the home and the lack of natural sunlight received by the roof that would ensure an even melting process of any precipitation. Thank you for your patience, efforts, and hopeful consideration. We eagerly await your response.Sincerely, Mark D[redacted]